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  1. Jira Service Management Data Center
  2. JSDSERVER-3448

Unlicensed Confluence customers not able to view Knowledge Base Articles

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    • Icon: Bug Bug
    • Resolution: Answered
    • Icon: Medium Medium
    • None
    • 3.1.0
    • Knowledge Base

      Summary:

      With the option "All active users and all customers (they don't need a Confluence license)" for Knowledge Base integration, customers still not able to view the KB articles.

      Steps to Reproduce:

      1. Create a Confluence Space and a user that is allowed to view and create page in the Space
      2. Configure the Application link as mentioned in Serving Customers with a knowledge base
      3. Use the "Execute As" configuration instead on Confluence Oauth Incoming Authentication instead of the Impersonation and use the previous created user.
      4. Log out from Confluence and linked the previously created Confluence Space on a service desk project with configuration "All active users and all customers (they don't need a Confluence license)" selected
      5. Login as Customer and search for an existing KB page.
      6. Click on the search result.

      Expected Result:

      • As Customer, I would be able to view the Article.

      Actual Result:

      • Still being asked to login to Confluence.

      Notes:

      • JIRA 7.1.0, JSD 3.1.0 and Confluence 5.9.3 are used for this test

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          Form Name

            [JSDSERVER-3448] Unlicensed Confluence customers not able to view Knowledge Base Articles

            Azfar Masut (Inactive) added a comment -

            A guide on how to setup this feature step by step can be found here : https://confluence.atlassian.com/display/JIRAKB/Guide+to+link+Knowledge+Base+to+JIRA+Service+Desk+for+unlicensed+user

            Azfar Masut (Inactive) added a comment - A guide on how to setup this feature step by step can be found here : https://confluence.atlassian.com/display/JIRAKB/Guide+to+link+Knowledge+Base+to+JIRA+Service+Desk+for+unlicensed+user

            Azfar Masut (Inactive) added a comment -

            hey mwinsen , great! Thanks!

            Azfar Masut (Inactive) added a comment - hey mwinsen , great! Thanks!

            Marty (Inactive) added a comment -

            Hi jrahmadiputra,
            it seems that the intent of this feature has not been 100% clear.

            We've updated our docs to describe the situation with licensing and Confluence as follows:

            You can then choose to allow all active service desk users and customers (also known as unlicensed Confluence users) to view your linked Confluence space.
            This works best if your Service Desk and Confluence instances share a user base.
            If your Service Desk instance and Confluence instance have separate user bases, you will have to create a Confluence user account for each Service Desk customer.

            If you don't want the customer to consume a Confluence license, do not assign the Confluence user to a group.Unlicensed Confluence users cannot:

            • Like, comment on or edit Confluence content
            • See the Confluence dashboard, user profiles, the people directory, or the space directly
            • Search all of Confluence

            If you choose to restrict viewing of the linked Confluence space to licensed users, you must grant customers a Confluence license or open your Confluence space to anonymous access.
            As a project administrator, you'll need to contact the administrator of your linked Confluence space to manage which agents can create and edit knowledge articles.

            Server: https://confluence.atlassian.com/display/SERVICEDESKSERVER031/Serving+customers+with+a+knowledge+base
            Cloud: https://confluence.atlassian.com/display/SERVICEDESKCLOUD/Serving+customers+with+a+knowledge+base

            Marty (Inactive) added a comment - Hi jrahmadiputra , it seems that the intent of this feature has not been 100% clear. We've updated our docs to describe the situation with licensing and Confluence as follows: You can then choose to allow all active service desk users and customers (also known as unlicensed Confluence users) to view your linked Confluence space. This works best if your Service Desk and Confluence instances share a user base. If your Service Desk instance and Confluence instance have separate user bases, you will have to create a Confluence user account for each Service Desk customer. If you don't want the customer to consume a Confluence license, do not assign the Confluence user to a group.Unlicensed Confluence users cannot: Like, comment on or edit Confluence content See the Confluence dashboard, user profiles, the people directory, or the space directly Search all of Confluence If you choose to restrict viewing of the linked Confluence space to licensed users, you must grant customers a Confluence license or open your Confluence space to anonymous access. As a project administrator, you'll need to contact the administrator of your linked Confluence space to manage which agents can create and edit knowledge articles. Server: https://confluence.atlassian.com/display/SERVICEDESKSERVER031/Serving+customers+with+a+knowledge+base Cloud: https://confluence.atlassian.com/display/SERVICEDESKCLOUD/Serving+customers+with+a+knowledge+base

              Unassigned Unassigned
              jrahmadiputra Julian (Inactive)
              Affected customers:
              2 This affects my team
              Watchers:
              8 Start watching this issue

                Created:
                Updated:
                Resolved: